Senior Manager, Critical Support Operations, NA

About Vantage Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. Site Operations Department The Site Operations Department is responsible for the overall health of all mechanical and electrical systems, building maintenance, and performance of all data modules in our data centers. The team is staffed 24 x 7 onsite with Critical Facility Engineers (CFEs) on each shift. This team is the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the performance of our customer installations. Using a Critical Maintenance Management System (CMMS) to plan and track work needed, the Site Operations department performs all preventative and corrective maintenance. Our culture expects and rewards team performance that engages directly with the customers and the facility infrastructure. This is a team that does most of the actual work versus calling upon vendors. As a result, we provide superior service that is faster and more cost effective. The Critical Support Operations (CSO) team is a specialized function within the broader Site Operations organization. The CSO Department strengthens operational reliability and technical execution across the North American data center portfolio. The team partners with Site Operations, Engineering, Construction, Commissioning and Asset Management to assess operational readiness, identify and reduce risk, improve maintenance programs, standardize technical practices, support complex troubleshooting and drive corrective actions to completion. CSO combines hands‑on mission‑critical expertise with disciplined analysis, documentation and cross‑site collaboration to improve safety, uptime, efficiency and long‑term asset performance. Position Overview The Senior Manager, Critical Support Operations provides direct people leadership for assigned Critical Support Specialist (CSS) personnel and is accountable for effective deployment, performance management, workload balance, career development and regional support across North America. The Senior Manager coordinates technical resources with business priorities and ensures field support is delivered consistently and effectively. This role leads portfolio‑level operational improvement work, including Operational Technical Assessments, corrective action governance, reliability improvement, maintenance and CMMS program effectiveness, alarm management, technical documentation, root cause investigations and cross‑site support. The Senior Manager works closely with site and regional leaders to convert identified risks into prioritized, measurable and sustainable corrective actions. Essential Job Functions People Leadership and Resource Management Provide direct leadership, coaching, performance management and career development for assigned CSO personnel. Plan and coordinate regional deployments based on operational risk, site needs, project priorities and available technical expertise. Balance workloads across the team, establish clear priorities and maintain accountability for commitments and deliverables. Conduct performance reviews, develop individual growth plans and support succession planning for critical technical capabilities. Promote a culture of safety, ownership, collaboration, technical rigor and continuous improvement. Operational Technical Assessments and Corrective Actions Lead and oversee consistent execution of Operational Technical Assessments across the North American portfolio. Ensure assessment methodologies, documentation, risk classification and reporting are applied consistently. Review findings with site and regional leadership and prioritize corrective actions based on safety, reliability, customer and operational risk. Monitor corrective actions through completion, including work order or change tracking, validation of closure evidence and escalation of stalled items. Identify recurring and systemic findings and convert lessons learned into portfolio standards, training and improvement initiatives. Reliability and Technical Support Assign CSS support for remote troubleshooting. Coordinate CSS deployment for major maintenance, repairs, commissioning, operational readiness and critical incident response. Promote qualified in‑house technical execution where practical to improve response time, build organizational capability and create cost avoidance without compromising safety or quality. Business Partnership and Reporting Partner with Site Operations, Engineering, Construction, Commissioning, Asset Management and regional leadership on cross‑functional priorities. Prepare concise executive reports for corrective action updates and recommendations for leadership review. Support the Director’s strategic initiatives for operational excellence, portfolio growth, technical capability development and risk reduction. Perform other duties as assigned in support of safe, reliable and efficient mission‑critical operations. Job Requirements Minimum ten years of experience in mission‑critical facilities, data center operations, engineering support, maintenance management, commissioning or a related technical field. Minimum five years of progressive leadership experience managing or directing technical personnel in critical infrastructure environments. Demonstrated knowledge of mission‑critical electrical, mechanical and controls systems, including medium‑voltage distribution, switchgear, transformers, generators, UPS systems, PDUs, chillers, cooling towers, pumps, air‑handling equipment, BMS and EPMS platforms. Experience leading technical assessments, operational audits, corrective action programs or multi‑site operational improvement initiatives. Working knowledge of CMMS platforms, preventive and corrective maintenance programs, work order governance, maintenance planning and asset lifecycle practices. Strong understanding of MOP, SOP and EOP development and execution, critical environment work controls, risk management and safe work practices. Proven ability to analyze technical information, identify systemic risk, establish priorities and drive actions to sustainable closure. Excellent written and verbal communication skills, including the ability to present technical risks, recommendations and business value to site teams and senior leadership. Demonstrated ability to lead geographically dispersed teams, coordinate competing priorities and build effective cross‑functional partnerships. Ability to travel on short notice across North America and provide support outside normal business hours in support of critical operational events, investigations, and business priorities. Travel is expected to be between 15% - 20% domestically and internationally as business needs require. Physical Demands And Special Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds. Additional Details This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits. Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown. We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations. Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community. Don't meet all the requirements? Vantage is an Equal Opportunity Employer. Vantage does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in the event is hired; such resumes will be deemed the sole property of Vantage. #J-18808-Ljbffr Vantage